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Keywords: Psychological contract violation
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Journal Articles
Journal of Service Theory and Practice (2015) 25 (1): 31–50.
Published: 12 January 2015
... waits? Critical incidents technique Dissatisfaction Psychological contract violation Waiting Waits and delays in services experiences are two variables that make a significant impact on customer evaluations of the service experience (Hui and Tse, 1996 ; Voorhees et al., 2009...
